Unable to dial Manual Outbound calls from Finesse using *XXXXXXXXXXX

[durraze khan]

Dear All,

The manual Outbound calls starting from *XXXXXXXXXXX are dialing from IP Communicator, but from Finesse the manual Outbound calls *XXXXXXXXXXX are not dialing as it gives message that "Call could not be completed".

Looking forward for the response.

Best Regards,

Durraze Khan

[Chintan Gajjar]

check the agent desk setting, does it have access to dial the calls outside?

[Murali_DS]

Does the agent have a separate extension for handling customer calls / same extn used for both internal and customer calls?

Does the agent dials a CTI RP / Extn. If the agent has a seperate extn for CC, the translation Pattern 

can be validated.

[durraze khan]

Do Finesse supports special characters?

BR,

Durraze

[eric.butcher · Accepted solution]

I don't think any part of UCCX has ever been able to dial *.

Used to always have to use a non-* prefix in UCCX scripts for rerouting to a mailbox when CUCM systems were configured to use *XXXX to direct-dial a mailbox.

I just tested with my finesse implementation and I cannot dial any pattern with * either, though multiples are defined in CUCM.

[durraze khan]

Hi Eric,

Thanks for sharing the response, we are trying to dial manual OB calls from Finesse using *,# and  1* prefix followed by number. Irrespective of UCCX, do Finesse support the special characters above?

Looking forward for your response.

BR,

Durraze

[eric.butcher · Accepted solution]

* and # are not supported in the Finesse API in the "toAddress" field.

Simple answer: not at this time.

https://communities.cisco.com/docs/DOC-48537